Refund policy
Returns & Refunds
We want you and your dog to be happy with Zoave. If you're not satisfied with your purchase, you may request a return within 30 days of the delivery date.
Returns
To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. A receipt or proof of purchase, such as your order confirmation email, is required.
How to Start a Return
To start a return, contact us at farhan@zoave.net with your order number and reason for return. We'll respond with instructions on how and where to send your item.
Refunds
Once we receive and inspect your returned item, we'll notify you by email whether your refund is approved. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note your bank or card provider may take additional time to post the refund.
Damaged or Defective Items
If your Zoave Calm Mat arrives damaged or defective, contact us within 7 days of delivery with a photo of the issue. We'll send a replacement or issue a full refund at no additional cost to you, including return shipping if applicable.
Non-Returnable Items
For hygiene reasons, items that have been used, washed, or had food or treats applied cannot be returned unless defective.
Late or Missing Refunds
If you haven't received a refund yet, first check your bank account again, then contact your card company or bank, as processing times vary. If you've done this and still have not received your refund, contact us at farhan@zoave.net.
Shipping Costs for Returns
You will be responsible for paying your own shipping costs for returning your item, unless the item is defective or we made an error. Shipping costs are non-refundable.